Asset Protection and Order Fulfillment
- Securing Customer Personal Information
- Filing and Storage Due to Campus Requirements
- Suspected Fraudulent Orders
- Fraud Detection
- EAS Deactivation and Removal
It is imperative that any documents or any material printed containing customer personal information is kept secure in locked storage while it is needed - and is shredded when it is no longer needed.
The FHEG required practice is to print the pick list to fulfill orders. There is no customer information contained on the pick list.
Identify any special campus requirements for filing and storage relating to financial aid or campus card transactions and maintain the information within the SODA order whenever possible.
If paper documentation containing customer personal information must be maintained, it must be kept in locked fireproof storage and shredded after the abandoned order period.
Card Not Present (CNP) fraud and ecommerce scams cost retailers billions of dollars annually in lost revenues.
CNP fraud is defined as: The use of fraudulent or stolen payment card information (credit, debit, or stored value) in a virtual or telephonic environment to obtain goods or services.
Team members must avoid CNP fraud scams as the ecommerce business grows. Criminals use a variety of methods to obtain credit and debit card information. Evolving theft methods can go undetected including:
- Skimming: Theft of credit card information by a dishonest team member working for a legitimate merchant. Occurs by copying credit card information on paper or using an electronic device to obtain the numbers.
- Phishing: Contact by email or text to gain personal information about victims including names, social security numbers, bank account addresses, etc.
- Carding: Process to validate stolen credit card information. After a card number is validated by making a low dollar purchase online, the card is sold on the open market.
There is no shortage of stolen or fraudulent cards in use every day. Every team member must take the necessary precautions to prevent loss when fulfilling or transacting orders.
Asset Protection implemented ReD Shield at the point of purchase to reduce fraud activity on our ecommerce business channels. This allows risk analysis to occur before orders reach OMS and reduces the number of email notifications stores receive regarding the cancellation of fraud orders in SODA. Orders cancelled for fraud before they reach OMS are not visible at the store level. The customer receives an email stating that their order has been cancelled.
Customers who wish to dispute cancelled orders receive instructions to contact the Customer Service department. If a customer emails or calls your store regarding a cancelled order, use the following script:
"We apologize for the inconvenience. It appears that our automated system may have cancelled your order. Please call our Customer Service department at (800) 381-5151 so they can assist you further."
Do not mention fraud or accuse the customer of any wrong-doing. The Customer Service department is trained to handle these calls and will escalate callers to the Asset Protection team if necessary.
Additionally, it is important for team members to understand the attributes that contribute to a fraudulent order. A combination of the following risk factors may identify a suspicious order:
|Customer Information||Billing address and name is different from the ship to name and address. This risk factor coupled with other risk factors could be an indicator of fraudulent activity.|
|Technology and Software Items||Technology items (computers, tablets, Apple products, headphones, etc.) and Electronic Software Downloads (ESD) are targeted merchandise for fraudsters.|
|Multiple Orders||Multiple orders utilizing same customer information (email address, shipping address, tender) in a short time period could be a sign of fraudulent activity.|
|Expedited Shipping||Fraudsters want fast shipping, such as overnight shipping, next day air, etc. Orders requesting expedited shipping and include another risk factor could be fraudulent.|
Alert Follett of any suspected fraudulent order(s) activity by sending an email to firstname.lastname@example.org.
The Checkpoint Electronic Article Surveillance (EAS) system utilizes radio frequency technology to protect valuable inventory. The system can prevent losses due to theft and shoplifting when used and maintained properly.
Have a designated store team member test the system on a daily basis to get maximum benefit from the Checkpoint EAS system and to maintain the effectiveness of it as a theft deterrent.
Review the following documents: